Customer Support and Training Manager

4 weeks ago


Mumbai, Maharashtra, India Aspen Technology Full time

The driving force behind AspenTech's success is its people. Our aspiration, desire, and ambition to continually find a better way are qualities that you will experience in many ways, from career development programs to community service projects and social events that foster fun and relationship building across our global community.

The Role

The Manager, Customer Support & Training (CS&T) is a key leadership role that ensures customer success. The role is responsible for leading and managing a team of Technical Support Engineers who are specialists in our Subsurface & Science Engineering product suite. The manager will proactively ensure effective collaboration and engage the team to achieve/exceed goals.

Your Impact

  • Manage a team of Technical Support Engineers who provide customer issue resolution, pre-sales presentations, and customer training, including recruitment, performance management, and career development.
  • Be a positive role model for AspenTech's core values and leadership principles.
  • Ensure adherence to contractual obligations and communicate potential gaps to management. Track and provide timely reporting KPIs for forecasting, operations, financial, and corporate requirements.
  • Ensure Technical Support Engineers provide timely and expert customer support to resolve a wide range of product usage and application issues for AspenTech customers, primarily through remote telephone, chat, and e-mail support but also through occasional on-site visits.
  • Drive escalation and resolution of high-impact customer issues through AspenTech's defined processes.
  • Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees.
  • Ensure delivery excellence of public and on-site customer training.
  • Proactively promote AspenTech's training services.
  • Monitor Customer Satisfaction survey responses with appropriate follow-up to staff and customers. Work with key relationships to continually improve customer experience as required.
  • Work as a member of the CS&T global management team to ensure departmental metrics are achieved.
  • Collaborate with other AspenTech functions to maintain and develop business opportunities.


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